Team Lead, Passenger Services

JOB PURPOSE
The Passenger Services Team Lead oversees passenger services, terminal experience and welfare during assigned shifts, ensuring safe, efficient and customer-focused operations. The role coordinates frontline services, IROPS response and service recovery with stakeholders across GBIA
KEY ACCOUNTABILITIES
Passenger Services Operations & Guest Experience
• Lead Passenger Services operations during assigned shifts, ensuring safe, efficient and customer-focused delivery of passenger assistance and terminal guest services.
• Allocate personnel and resources according to passenger demand and operational priorities, monitoring passenger flows, queue performance, terminal occupancy and conditions affecting the passenger experience.
• Oversee assistance for passengers requiring additional support, including PRM, elderly passengers, families, unaccompanied minors and other passengers requiring special assistance; coordinate VIP, premium and special group services.
• Conduct terminal inspections and monitor passenger facilities, housekeeping, accessibility, signage and wayfinding, initiating corrective actions where required.
• Coordinate with AOCC, airlines and operational stakeholders to ensure timely, accurate and consistent passenger information.
B. Operational Coordination, Service Recovery & Passenger Welfare
• Act as the Passenger Services operational lead during assigned shifts, coordinating service delivery with AOCC Operations and the Airport Duty Manager during routine and disrupted operations.
• Lead passenger service recovery during delays, cancellations, baggage disruptions, IROPS, system failures and other operational disruptions, prioritising passenger welfare.
• Coordinate with airlines, ground handling providers, Border-Gate Police, Immigration, Customs, Health/Animal/Plant Quarantine authorities and other stakeholders to minimise passenger impacts.
• Coordinate passenger welfare arrangements during disruptions, including passenger communications, refreshments, accommodation and other appropriate support, and support AEP implementation during emergencies.
• Conduct formal shift handovers and maintain operational records to ensure continuity of passenger service issues, operational priorities and recovery activities.
C. Team Leadership, Service Quality & Performance Management
• Lead and supervise Passenger Services Officers, allocate daily tasks and workforce resources and maintain effective operational coverage across the terminal.
• Conduct shift briefings and debriefings, communicating operational priorities, passenger service issues, VIP movements, risks and planned activities.
• Coach and develop Passenger Services Officers through induction, mentoring and on-the-job guidance to maintain operational readiness and consistent service standards.
• Monitor compliance with passenger service procedures, airport policies, safety requirements and customer service standards, escalating performance, training and resource issues as appropriate.
• Monitor passenger satisfaction and service quality and support audits and continuous improvement initiatives to enhance the passenger experience.